Were Looking for an experienced Experience Center Trainer!
About the Company:
Security Benefit is a leader in the U.S. retirement market with more than $60 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you'll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement.
We're proud to have been recognized as one of the best in the business:
- Named to Ward's 50 list of top-performing life-health insurance companies
- Recognized on list of Ingram's Top 100 Private Companies in the Kansas City area in 2024
About the Role:
As an Experience Center Trainer you will play a foundational role in the build-out of Security Benefit's in-house customer service operation. Within this call center environment, you will design, develop, and deliver training programs that prepare Experience Center Associates to provide top-tiered, consultative service across Security Benefit's annuity and retirement plan books of business - ensuring associates are equipped with the product knowledge, regulatory fluency, and service behaviors needed to support clients, financial advisors/agents, and distribution partners at each stage of our phased rollout.
The Experience Center Trainer reports to the Director of Experience Center Operations and will be fully on-site in our Overland Park, Kansas office.
- Design and develop comprehensive onboarding and new hire training covering annuity and retirement plan products, servicing procedures, regulatory requirements, systems and tools, and Security Benefit's service model and brand standards
- Facilitate instructor-led and virtual training sessions incorporating scenario-based learning, role-play, and simulated call exercises that reflect the complexity of financial services inquiries
- Deliver transition readiness training as the center assumes responsibility for each phase of call volume, ensuring continuity of service quality and compliance
- Partner with the Director and cross-functional stakeholders - including Operations, Compliance, Technology, and Sales - to capture institutional knowledge and align training content with business priorities
- Develop job aids, call handling guides, escalation frameworks, and other performance support materials to reinforce learning and support associates on the floor
- Analyze quality monitoring results, call observation data, and performance metrics to identify skill gaps and deploy targeted refresher training or coaching interventions
- Conduct regular training needs assessments and evaluate program effectiveness; use data to recommend and implement continuous improvements
- Support the adoption of call center technology, omnichannel tools, and digital platforms by developing systems and workflow training
- Maintain a version-controlled training library to ensure accuracy and audit-readiness of all materials
- Provide regular reporting to the Director on training completion, associate readiness, and program outcomes
What We're Looking For:
- Bachelor's degree in Adult Learning, Communications, Business, Human Resources, or a related field; equivalent combination of education and experience considered
- 3+ years of experience in a training, learning & development, or instructional design role
- Demonstrated experience designing and delivering training for complex, regulated products or services
- Experience in a contact center, customer service, or financial services environment
- Proficiency in adult learning principles and instructional design methodologies (ADDIE, SAM, or equivalent)
- Ability to quickly develop working knowledge of annuity and retirement plan products, financial regulations, and advisor/agent support models
- Skilled facilitator capable of engaging diverse learner groups in both in-person and virtual environments; comfortable leading scenario simulations, role-plays, and coaching conversations
- Strong cross-functional collaboration skills; ability to partner with Operations, Compliance, Technology, Sales, and other internal stakeholders
- Exceptional written and verbal communication skills; ability to present clearly to varied audiences including frontline associates, supervisors, and senior leaders
- Organized and self-directed; able to manage multiple training deliverables and deadlines simultaneously in a fast-paced, evolving environment
- Familiarity with annuities, retirement plans, insurance, or other financial services products (preferred)
- Experience supporting a training function during a call center build, transformation, or system/process transition (preferred)
- Proficiency with Learning Management Systems (LMS) and e-learning authoring tools (preferred)
- Knowledge of call center service metrics and quality assurance frameworks including NPS, FCR, AHT, and SL (preferred)
Why Choose Security Benefit?
When you join our team, you're not just getting a paycheck - you're getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here's what you can expect as a full-time Security Benefit associate:
- Competitive salary and annual incentive bonuses to reward your contributions.
- 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
- Paid parental leave after 90 days of service.
- Comprehensive medical, dental & vision insurance.
- 401(k) with company match, plus Profit Sharing & Savings Plan.
- Short- and Long-Term Disability Insurance to give you peace of mind.
- Flexible Spending Accounts for medical and dependent care.
- Life Insurance to protect your loved ones.
- Educational assistance to support your career development.
- Associate assistance programs for your personal and professional well-being.
Ready to Make an Impact?
Apply today by visiting our career page to submit your resume. We're excited to meet you!
Security Benefit is an Equal Opportunity Employer.